Help Desk Technician (Level 1)

Kansas City, KS - USA

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Help Desk Technician (Level 1)

Reports To: Director of Service

Job Description:

The Help Desk Technicians role is to ensure proper computer networking and dental equipment operation and functionality so end users can accomplish business tasks. This includes receiving prioritizing documenting and actively resolving end user help requests. Problem resolution will involve the use of diagnostic and help request tracking tools as well as require that the individual give in-person and/or remote hands-on help at the desktop level.

Job Requirements:

Knowledge & Experience

Remote and/or on-site End User support experience preferred.
Knowledge of basic computer hardware and operating systems including Desktops Notebooks and peripheral devices running modern Windows Desktop and Windows Server operating systems. (CompTIA A certification is helpful)
Knowledge of basic network hardware including switches routers modems and wireless access points within both workgroup and domain environments (CompTIA Network and/or Security certification is helpful)
Working knowledge of a range of common diagnostic utilities
Good understanding of the organizations goals and objectives
Exceptional written and oral communication skills
Exceptional people skills with a focus on rapport-building listening and questioning skills
Strong documentation skills
Experience with ConnectWise Manage ConnectWise Control Sophos UniFi Arcserve SPX and ImageManager and Microsoft 365s office suite is beneficial.

Personal Attributes

Exceptional customer service orientation
Highly self-motivated self-directed and deadline driven
Strong desire to learn new skills softwares and solutions
Ability to conduct research into a wide range of computing issues as required
Proven analytical and problem-solving abilities
Keen attention to detail
Ability to absorb and retain information quickly
Experience working in a team-oriented collaborative environment
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to present ideas and explanations in user-friendly language

Duties and Responsibilities

Deployment management and troubleshooting of desktops servers peripheral devices and network hardware
Deployment management and troubleshooting of dental business and image management softwares
Field incoming support requests from end users via both telephone and e-mail in a courteous manner
Document all pertinent end user identification information including name practice contact information and nature of support request
Prioritize and address support requests escalating through proper channels when required
Record track and document the support request problem-solving process including all successful and unsuccessful decisions made and any hardware or software asset actions taken through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Utilize Advanced Intelligence tools such as Gemini and Copilot to aid in research and diagnostics while accurately detecting and discrediting inaccurate information provided by such tools.
Access software updates drivers knowledgebases and FAQ resources on the internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level including installing and upgrading software installing hardware and configuring systems and applications
Deployment and management of anti-malware and security solutions
Test fixes to ensure problem has been resolved
Other duties as assigned
Evaluate documented resolutions and analyze trends for ways to prevent future problems

Required Experience:

Job Title: Help Desk Technician (Level 1)Reports To: Director of ServiceJob Description:The Help Desk Technicians role is to ensure proper computer networking and dental equipment operation and functionality so end users can accomplish business tasks. This includes receiving prioritizing documenting...